*Payment methods

Charging

What about charging?

Which charging options are available?

Charging is a highly integrated part of our seamless customer journey. The charging demands of customers are given careful consideration and we will provide the most integrated charging network possible, based on strong partners. For public charging, we have partnered with Digital Charging Solutions (DCS). DCS provides smart customers access to an extensive public charging network across Europe. For more information please visit this page.

Does the smart #1 come with a charging cable?

Yes, and our integrated charging ecosystem allows you to effortlessly charge at home or on your trip. A Type 2, Mode 3 charging cable comes standard with the vehicle. Find out more about charging here.

How long does it take to charge the new smart?

For DC journey charging, the charging time from 10-80% is less than 30 mins in optimum conditions on a charger with maximium power of 150kW. On a home wallbox of 7.4kW, charging from 10-80% takes less than 7 hours. For the Premium and BRABUS, charging rates of 22kW are also possible on an appropriate AC charger giving a 10-80% charging time of less than 3 hours.

More information can be found on this page.

Home charging

Will smart EU offer a wallbox? who is smart Europe's wallbox cooperation partner?

For the best home charging experience we recommned the use of a home wallbox. We have plans to offer a smart-branded wallbox in partnership with ABB during 2024. In the meantime, please contact your local showroom who will be happy to advise on alternative options.

Public charging

Are there also public charging possibilities? How many points are available?

The cooperation between smart and DCS provides access to a significant number of public charging points across the UK and Europe. DCS serves as a leading provider of OEM digital charging services and considers a dense and constantly growing charging network. Consequently, E-mobility should be easily accessible in everyday life wherever you go. In the UK, the majority of public rapid chargers allow you to use contactless payment methods to activate charging sessions.

See public charging.

smart Account

smart ID

What is the smart ID? What advantages does it offer me?

Your smart ID is the central login ID that is required for all interactions with smart. You can also use the smart ID to check your order / voucher history or change your personal details on the website. In the future the vehicle will be linked to the smart ID, as well as the mobile app. More information can be found here

Creating an account

How do I create a smart account? What is the process?

You can create your account here. Only a few details are required to set it up. The smart account creation process consists of four main steps:

Access account creation form on website.

Fill-out registration form including title, first name, last name, e-mail (for business customers, company name and VAT number are required) and agree to Privacy Statement and smart ID Terms of Use by submitting the registration button

Once you receive the confirmation mail, it is important that you verify e-mail address by clicking respective button. If you have checked the box to allow communications, then you will need to confirm this through the separate e-mail.

smart ID is created and can be used for e.g. purchasing products. Details can be found in the Terms and Conditions

How do I create a business account?

You can create your account here. Only a few details are required to set it up. The smart account creation process consists of four main steps: Access account creation form on website.

Fill-out registration form including title, first name, last name, e-mail, company name, VAT number, upload proof of business documents and agree to Privacy Statement and smart ID Terms of Use by submitting the registration button. Our Customer Engagment Centre will confirm your detail and contact you in case of any queries.

Once you receive the confirmation mail, it is important that you verify e-mail address by clicking respective button. If you have checked the box to allow communications, then you will need to confirm this through the separate e-mail.

smart ID is created and can be used for e.g. purchasing products.

Details can be found in the Terms and Conditions

Is the creation of an account mandatory if I want to order a smart #1?

Yes, having a smart account is required to order a smart #1. This smart account will not only help make payment easier for you, but will also customise your whole experience.

Password

Can I reset my password in the account settings? / How can I reset my password?

You can reset your password in the personal details section on My Account.

Settings

How can I change my language in the account settings?

The default language of the site can be switched via the menu in the top corner.

How can I change my address in the account settings?

You can change your address in the address book on My Account.

How can I change my personal details in the account settings?

You can change your personal data in the personal details section on My Account.

Delete/reactivate account

Can I reactivate my deleted smart ID account?

After the deletion, your smart ID account can no longer be reactivated. You will lose all data associated with the account.

How can I delete my smart ID account?

You can delete your smart ID account on My Account.

Order

How to process my order (customization/shopping cart/checkout cashbuy vs leasing)

How can I place a cash buy order?

Configure or select your vehicle and, if applicable, services and/or extras and select your preferred form of payment; Proceed to check-out;

  1. Login or register for a smart ID. Enter the required customer details;

  2. Choose your preferred showroom and delivery date and, if applicable, any additional requirements;

  3. Review your order and enter personal details, if applicable edit it by going back in the process.

  4. Choose your payment method;

  5. Confirm your acceptance of the T&Cs by clicking on the button "Obligation to pay", or, if you have chosen a finance option, by clicking "Continue to Finance".

  6. For cash purchases you will be asked to make a bank transfer at least 7 days before the scheduled handover date.

How can I place a Finance or Leasing order?

Orders for Finance and Leasing can be placed in store, at your nearest smart retailer. here.

Cancellation, return and amendment

Can I cancel my order?

Prior to handover you can cancel your order at any time. If the car has already been delivered to your chosen showroom we reserve the right to charge a delivery fee.

If you have taken delivery of your car, and are a retail customer who placed your order online, you can cancel it within 14 days of delivery. Conditions and a charge for fair usage will apply.

In both cases, you should contact the Customer Engagement Team.

You can find the cancellation and return details in our Terms and Conditions.

Can customer details on invoices be changed ?

You can update your account data anytime within your smart ID account. However, once a voucher pre-order or vehicle order has been placed, the given name and address on the invoice cannot be changed. In the case that details need to be changed on an existing order, the placed order needs to be cancelled and a re-order with the correct account data needs to be completed. Exceptions: In cases of a typing error or an official name or address change, please contact our Customer Engagement Center to discuss possible options.

My payment

What payment methods can I use?

smart accept bank transfer with the valid "Payment Ref Number" which you on your Order Confirmation or Payment Request Document. Please make sure the payment is paid to "smart UK Automotive Ltd" as the Payee and apply the correct "Payment Ref Number" as reference. This is the key information we need to match the payment with the order. Please do not add the order confirmation number or any other information as part of bank transfer reference. Alternatively, you can choose to finance with Santander Consumer (UK) plc. Further information can be found on the website or speak to the smart team at your local showroom.

If I opt for a Bank transfer, how much time do I have to make the payment?

Payment should be made at least 7 days prior to the scheduled handover date, to ensure that cleared funds are received in time. Please check your My Account section or your confirmation email for the handover date. Once funds have been cleared, order status will be updated to paid and then delivery can be scheduled.

What role does smart play in the finance?

smart UK Automotive Ltd (Delaware Drive, Tongwell, Milton Keynes, MK15 8BA) acts as a credit broker (not a lender) and introduces customers to Santander Consumer (UK) plc trading as Santander Consumer Finance for Personal Contact Purchase, Contract Purchase, Contract Hire and Conditional Sales.

smart UK Automotive Ltd will receive a fixed fee of £250 as commission from Santander Consumer (UK) plc trading as Santander Consumer Finance acting as credit broker and for the introduction to them as a lender. The amount payable under your finance agreement will be impacted by the commission smart UK Automotive Ltd will receive. smart UK Automotive Ltd will pass on this commission to the smart agent (independent showrooms who are also Financial Conduct Authority authorised and regulated for credit broking). You can ask smart UK Automotive Ltd or your local smart agent for more information about this commission or the amount of commission that will be received.

Why did my payment fail?

There are several reasons why your payment might not have been processed.

Bank rejection due to risk check: For example, the bank can classify your transaction as fraudulent, if there seems to be some irregularities regarding your transaction, funds are insufficient or credit limit has been reached: Please check with your bank, if your financial status prevented the payment from being processed

If one of these scenarios seems likely to cause the payment issue, or if you are still uncertain regarding the reason of the rejection, please get in touch with your bank. If you need further support, feel free to contact the smart Customer Engagement Team via contact form.

Where can I find my invoice?

We will send you an invoice after your purchase via email. You can also download it on My Account.

I ordered a smart #1 and have made the payment but did not receive or can't find the confirmation email. What went wrong?

Please reach out to our smart Customer Engagement Team via our contact form.

Roadside Assistance

When is smart Roadside Assistance (RSA) valid?

smart Roadside Assistance (RSA) is initially valid from the Vehicle Registration day until the first required servicing. It continues for up to 8 years / 100,000 miles, (whichever comes first) if serviced at a smart Authorized Service Partner.

The service must take place and be completed in due time (including additional maintenance work). All service and maintenance work, as well as the renewal of the mobility assurance, should always be confirmed by the smart agent. Under the conditions listed at the Roadside Assistance page (link to roadside assistance), you can renew the smart Roadside Assistance (RSA) period of validity from one service to the next due service for a maximum period of up to 8 years. You can acquire current information concerning your vehicle servicing at any time from a smart Authorized Service Partner.

Even if you choose to purchase your smart as a used vehicle, you may still make use of smart Roadside Assistance (RSA). Under the criteria indicated on the Roadside Assistance page, you can renew and re-enter smart Roadside Assistance (RSA) by having a service conducted by a smart Authorized Service Partner.

Financing and Leasing

About Finance

Who provides your financing options?

Our financial services products are provided by Santander Consumer (UK) plc.

What finance options are available?

Through Santander Consumer Finance (UK) plc trading as Santander Consumer Finance, you have access to Personal Contract Purchase (PCP), Contract Purchase, Personal Contract Hire (PCH), Business Contract Hire (BCH) and Conditional Sale.

What is a Contract Hire?

Whether it is Personal or Business, Contract Hire can be tailored to meet your requirements. Choose your specification of smart vehicle, define your annual mileage, duration of the contract and initial payment. You will then pay a fixed, monthly fee for the duration of the contract. With Contract Hire, there is no option to purchase the car at the end of the contract. At the end of the contract, simply return the car.

For information on other finance options, please see the relevant FAQ.

What is Personal Contract Purchase (PCP) or Contract Purchase?

Whether you are a Private or Business customer, this option allows you to choose different options when your contract ends. The payment consists of a deposit, fixed monthly payments for the term of the contract and at the end of the contract, you can pay the optional final payment to own the car, return the car or renew your car where equity is available. Choose your smart vehicle, define your annual mileage, deposit amount and duration of contract to calculate your monthly payments.

What is Conditional Sale?

Whether you are a Private or Business customer, conditional sale allows you to choose the length of the agreement and the deposit. You will pay fixed monthly payments for the whole agreement (amount borrowed and interest). At the end of the agreement, you keep the vehicle.

Leasing and Finance Agreements with ALD?

I have a query about my leasing agreement with ALD, who do I contact?

smart Mobility Financial Services. You should contact them on 0117 908 6440 or UK-Drivercare@smartmobilityfs.co.uk.

Is the cost of servicing included in the monthly payment?

smart provide an Integrated Service Package on all our cars that covers your servicing up to 3 years or 30,000 miles, regardless of how you finance the car. If you finance agreement exceeds these terms then you servicing will not be covered for the excess period.

Why do I have to predict my annual mileage on a finance agreement?

You need to select your mileage as part of your quotation as it will be used to calculate your monthly payment. We need to know how many miles the car will have travelled upon return to us. It's very important you predict your mileage as accurately as you can to avoid any excess mileage charges.

Can I use my current car as part of my advance payment?

No, but if you choose to sell your car separately you can use some or all of the proceeds towards an advance payment. Your local smart showroom will be happy to make an offer to purchase your current car.

Finance and Leasing Options

What terms are available?

This will depend on you chosen finance product and what offers are currently available. Please contact your local smart retailer to find out more details.

Can I sell the car before the agreement ends?

With a Contract hire agreement you will not own the car at any point during the agreement or after it ends. When the agreement ends the car must be returned to us in accordance with the terms of the finance agreement. With Conditional Sale, you will own the car at the end of the agreement and you can pay off lump sums during the agreement or settle the agreement early. You can also pay off lump sum or settle the agreement early with Personal Contract Purchase. All outstanding finance must be paid in full before you can sell the vehicle.

Will I own the car?

This depends on the type of agreement you have. If you have a PCP agreement then you have the option to buy the car at the end of the contract. If you have a PCH or BCH agreement, then you do not have the option to buy the car, you will return the car at the end of the contract. If you have Conditional Sale, you will own the car at the end of the agreement.

What are my options at the end of my agreement?

This depends on the type of agreement you have. If you have a PCP agreement, you have 3 options: Keep the vehicle by paying the optional final payment, return the car or renew your car where equity is available. If you have a PCH or BCH agreement, then you do not have the option to buy the car, you will return the car at the end of the contract. If you have Conditional Sale, you will own the car at the end of the agreement.

Can I settle my finance agreement early?

This will depend on the type of finance product.

Please contact from Santander Consumer (UK) plc for more information.

Can I cancel the finance agreement?

You have a right to cancel your hire agreement within 14 calendar days, starting from the day after you signed the agreement electronically. Please contact from Santander Consumer (UK) plc for more information.

Will I receive the V5 for my car?

Santander will retain the V5 and tax your car for the duration of your agreement for Contract Hire Products. For Conditional Sale, Personal Contract Purchase and Contract Purchase, you will receive the V5.

If I finance the car, can it be registered in another person's name?

As this is a contract hire agreement, the car will be registered to Santander Consumer (UK) plc. For Conditional Sale, Personal Contract Purchase and Contract Purchase, the vehicle will be registered to the customer..

How to process my order (customization/shopping cart/checkout cashbuy vs leasing)

How can I place an order?

Orders for Finance and Leasing can be placed in store, at your nearest smart retailer. here.

Delivery information

Handover information

Delivery information and costs

You will receive an order confirmation by e-mail once your order is fully confirmed. Delivery to your chosen showroom, registration plates and the vehicle first registration fee are included in the final price shown.

A smart specialist from your chosen showroom will contact you to confirm the handover date once the delivery time gets closer.

You can review your order status at any time within "My Account". One day prior to the handover date, the customer will receive an email reminder.

Can I have my car delivered to another location?

Your price includes delivery to your chosen showroom. It may be possible to arrange a delivery to another location (eg home or work address), but this will be by separate agreement with your local showroom. They will be able to confirm availability and pricing.

smart Certified (used cars) and trade in options

Does smart sell used cars?

Please contact your local showroom to discuss availability of used smart cars. Please bear in mind that as the #1 has only just gone on sale, there will be very limited availability of used cars in the short term.

Trade-in options

Can I trade in my current vehicle to use it as part of my new smart car payment?

You can not directly trade your used car in against the payment on your new smart car. However, your local smart showroom will be happy to discuss a separate purchase of your used car. Please contact them for more information.

Showroom locator

Where's my closest showroom?

We have a network of showrooms around the UK and you can find the closest one to you with our showroom locator. We're here for you whenever you're ready to come and see us in person. Our latest showrooms have been designed to reflect our new products and are integrated within Mercedes-Benz outlets.

Please note that this does not include all previous smart locations, but the number of sites will be growing over time.

Locate your showroom

Do you have a showroom in Northern Ireland?

We do not currently have a showroom in Northern Ireland, but are investigating this as a future location.

Test Drive

How do I book a test drive?

You can learn more and book your test drive on this page.

Staying up to date (newsletter/social)

How can I stay up-to-date?

Subscribe to our newsletter for the latest updates https://uk.smart.com/en/support/newsletter/ and follow us on social media https://uk.smart.com/en/service/contact/

Downloads

Where can I find my digital manual?

You can find the digital manuals on the Download page.

Contact support

Where can I address my questions?

Do you need help with something not covered in FAQs? Our Customer Engagement Center is ready to help you here.

Contact

Extended Warranty

What is the Extended Warranty?

The Extended Warranty package prolongs your vehicle's warranty for an additional 2 years or up to a total milage of 160.000km. Starting from the day the integrated service package ends, the extension provides complete coverage for a total of 5 years.

When will the Extended Warranty start?

The Extended Warranty cover starts from the day the Integrated Service Package (ISP) ends. The ISP is valid for 3 years after the purchase of a vehicle.

What services are covered by the Extended Warranty?

The Extended Warranty covers the costs of repairs (or the reimbursement of costs) as well as the labour required to restore the functionality of certain vehicle components specified in the warranty conditions.

Which vehicles are eligible for the Extended Warranty?

Currently all smart vehicles are eligible for the Extended Warranty.

How can I purchase the Extended Warranty?

At the moment, the purchase of the Extended Warranty package is only possible in conjunction with the acquisition of a new smart vehicle via cash buy. The Extended Warranty can, unfortunately, not be purchased for an already acquired smart vehicle.

Can the Extended Warranty be prolonged?

The Extended Warranty package cannot be prolonged for more than the included 2 years / 160.000km.

Is the Extended Warranty valid throughout Europe?

Yes, the Extended Warranty is valid throughout Europe. However, the vehicle must be registered in the country where it was purchased.

In the event of a resale during the period of cover, can the Extended Warranty be transferred to the next owner?

The Extended Warranty can stay with the vehicle and can be transferred to the new private owner, as long as the vehicle is sold and registered in the same country in which it was purchased.

Can the Extended Warranty be cancelled?

You can cancel your Extended Warranty up to 14 days after purchase. Simply contact our Customer Engagement Center and we will guide you through the cancellation process.

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